3. Electronic Theses and Dissertations (ETDs) - All submissions
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Item Innovativeness and turnover intentions amongst continuous learners in Gauteng(2019) Adriano, Judite AndreInnovation is crucial in organisational survival; employees are critically important in managing and facilitating innovative ideas. Organisations simultaneously endeavour to retain employees, attributable to the increasing turnover rates that organisations are currently experiencing. A lack of studies on literature and studies identifying how turnover intentions can be influenced by innovative work behaviour in a South African context, with an important cohort of professionals, stressed by work, family and studies. Turnover intentions and innovative work behaviour are increasingly crucial for organisations in today’s competitive environment, this study tests theories predicting the extent to which innovative work behaviour influences turnover intentions in certain conditions. Theory predicting certain moderating effects is also tested to determine if the relationship between innovative work behaviour and turnover intentions is weakened or strengthened, influenced by various factors. Provided theory predicting the mediating effects of job satisfaction and perceived supervisor support on the relationship between individuals’ innovation and turnover intentions was investigated. The sample for this study comprised of employed professionals assuming degree classes on an evening programme at the University of the Witwatersrand, whilst operating in various companies within industries the Gauteng Province. This study uses a questionnaire as a mode of data collection. Structural equation modelling was used to analyse collected data and determine the relationships between the variables. Findings identified a significant relationship between innovative work behaviour, turnover intentions, core self-evaluations and turnover intentions of employees. This study found perceived supervisor support and job satisfaction as significant mediators in the relationship between innovative work behaviour and turnover intentions. The value of this study derives from the potential of findings from this research to advance the literature concerning this topic, specifically in the South African context where inadequate studies investigated the proposed relationships. This study may assist organisations by ensuring innovative employees are retained within organisations while adequately managing employees’ turnover intentions.Item Understanding officials’ perspectives on the effectiveness of frontline service selivery sonitoring in improving service delivery in the Gauteng Department of Home Affairs(2018) Mmako, DineoThis study sought to understand officials’ perspectives on the effectiveness of frontline service delivery monitoring (FSDM) in improving service delivery at the Gauteng Department of Home Affairs (DHA). Acknowledging that the quality, effectiveness and efficiency of service delivery have a direct bearing on the quality of life of South Africa’s women, men and children, the study is based on 22 interviews conducted among officials who have been involved with frontline service delivery at the Gauteng DHA. Interviews, conducted in late 2017 and early 2018 with staff of the Gauteng DHA, the Gauteng Office of the Premier, and the Department of Planning, Monitoring and Evaluation (DPME), assessed participants’ experiences with, and perceptions of, current practices of frontline service delivery monitoring within their offices. The findings reveal that those officials who were interviewed generally have a good understanding of the role of the Department of Home Affairs in improving the lives of South Africans as well as the importance of effective and efficient frontline services within the Department. They also identify the challenges in the current practice of frontline service delivery monitoring within the Department, while emphasising the views of officials on how FSDM has contributed to improvements in frontline services in recent years. The findings also offer insights into how FSDM practice can be improved going forward and the study makes recommendations for the Department as well as for future researchItem Impact of sales staff turnover on customer equity in the South African luxury automotive industry(2016) Mbonwa, Sthandweyinkosi NtokozoThe purpose of this study was to understand the impact of sales staff turnover on customer equity in the South African luxury automotive industry. The concept customer equity has three elements that load onto it, namely; value equity, brand equity and relationship equity. For the purpose of this study, the focus was on relationship equity as this is the one customer equity element that the Sales Executives are able to influence. Rust, Zeithaml, and Lemon (2001) are of the view that customer equity drivers vary in importance for different industries. In relationship orientated industries (e.g. banking and automotive industry), relationship equity may be the most important driver of customer equity. Relationship equity is also known as retention equity as it entails the customers conscious decision to stick with a certain brand even after having conducted thorough research and analysis of other brands (Lemon, Rust, & Zeithaml, 2001). The study used a quantitative research method and the data is founded on the results from 73 surveys received from customers who own luxury vehicles, namely Audi. The data was analysed utilising multiple regressions, using the independent t-test to accept or reject the proposed hypotheses. Understanding the impact of sales staff turnover on relationship equity in the automotive sector is critical as this industry currently suffers from very high Sales Executive turnover. Original Equipment Manufacturers and dealer management need to understand the impact of this high staff turnover on the customers and ultimately potential future sales so that they may be able to mobilise effective strategies to minimise any negative impact caused by sales staff churn. The theoretical framework for this study is taken from a model by Vogel, Evanschitzky, and Ramaseshan (2008), which looks at the 3 drivers of customer equity and how these drivers effect customer loyalty intentions and future sales. This study found that sales staff turnover has a strong, significant relationship to relationship equity, meaning that sales staff turnover negatively affects relationship equity for the organisation, and therefore negatively affects the customer experience.